West Salem Ace Hardware — Local services in Salem

If it were possible to rate this lower I would do so. I’ve had occasion to shop at this location of Ace Hardware three times. When I would think that if wasn’t possible for the service to get any worse they somehow find a way. I’m not going to explain in detail each of the three visits I’ve had there. Suffice it say that providing even the most basic customer service—like answering the telephone—goes beyond what they are either willing to do or capable of doing. In the middle of a pandemic they offer curbside pick up for purchases ordered online. We made a purchase. The email receipt said to come to the location, call the number provided, give them the name on purchase, and then a “red-vested hero” would bring it to the car. We decided to use Ace because we could avoid going in the store. For several reasons it was important on this particular day that nobody would have to go inside to pick up our purchase. It’s not a matter of laziness. We chose this store because of this service because we needed that service today. After parking I called the number 14 times. I listened to the message, let the phone ring through, it rang multiple times and then would be answered and immediately hung up on. My wife tried calling from home. Same issue. Amazingly, after I went in to get the purchase and complained about their service my wife tried calling again. Amazingly they answered after the service was no longer needed. I will never shop there again. While I don’t spend thousands and thousands of dollars at hardware stores and my business probably won’t be missed on a financial level, the money we do spend when renovating our house and redoing the yard at both my home and my mother’s home will be spent at another store. Even if that means driving an extra 20 minutes go get things. I’m done with this place and will be telling everyone I know about the exact details of...

Edit:

I had forgotten this review so I thought it was time to update it.

I have of course gone back to Ace a few times because, one screw, really?

Anyway,

If I were reviewing the store today, it is much better than it was when I wrote the first review. Staff generally helpful and friendly, although it is still about 50/50 if they ask you first if you need help. I don't recall the last time I needed technical advice, so I can't speak to that.

(If you're reading this, Ace, you can't beat the big boxes for price or selection, so you HAVE to beat them with customer service. Look at Roth's if you need an example.)

A final note, I am VERY impressed that the manager took the time to write a reply. That definitely goes in my plus column and makes me more likely to go there again.

Original: I've read some of these reviews and I swear it must be another store.

I live in West Salem, so this is the most convenient solution for hardware, but after a dozen or so trips here is what I have found:

Staff is surly and acts like you are bothering them with questions roughly 2/3 of the time

Staff can't be found to help roughly 2/3 the time

No one picks up the phone when calling about 1/2 the time

Staff is knowledgeable about 1/2 the time

Selection is poor (but to be expected from a smaller store)

Prices are high (also expected)

Conclusion: I only go here when I must. If I have time, I go to Home Depot up on Salem Parkway where I get much...

Not the happiest sales representative at ACE I called to make sure a leaf blower was in stock as it was on sale. The gentleman on the phone was pleasant and said he had them available. When I arrived at the ACE Hardware in West Salem, Oregon I spoke to a member of management who passed me on to a female employee. She seemed indifferent and not very friendly. I followed her to an endcap where the blower I was interested was displayed and while she pulled it down (the BR-350) she dropped it from the shelf about four feet high on to the concrete floor. She never apologized or made an effort to look the unit over. I got down on my knees and noticed the front and bottom plastic base was scuffed and roughed up from the drop and asked if she another one in the back as this was going to be a gift. Without looking she said no and asked if I wanted the one on the ground. I explained to her that it was a birthday gift to a picky person and would prefer a new none damaged model but if this was all they had I would take it. She seemed like she could care less one way or the other. She started the unit for me to see and did the warranty registration in the store. I purchased the BR-350 with the Stihl fuel and took it home. I have received good service in the past from this ACE Hardware but this visit was a disappoint, especially for such a large purchase. Ace Hardware in West Salem won't be my first choice...